Reference number: CH000087

Determining printer hardware / software issue.

Issue:

Determining printer hardware / software issue.

Solution:

When a printer is unable to print it's a good possibility that either the printer is experiencing a hardware or software related issue. Before testing the software it is always recommended that the printer be tested for hardware issues first.

Testing Hardware

1. Check that paper is loaded and that there are no paper jams.
2. Check the cable connections; both power and data cables going from printer and to your computer.
3. Ensure that the printer power indication light is on.
4. Verify that the printer has no flashing lights or Red / Orange lights.  It is common for printers to have red, orange, or any other flashing lights when the printer is malfunctioning 
5. Attempt to run a self test on the printer. Running a self test should print a basic page of information indicating that the printer itself is working. Your users manual should have the instructions for printing a self test. If your printer does not print a self test it's a good possibility that there is a defect or misconfiguration with your printer, and you should contact the printer manufacturer.

Testing Software

Windows 95, Windows 98, Windows ME, Windows NT 4.0, Windows 2000, Windows XP users

1. If possible, make sure your printer is able to print using the above hardware tests.
2. Install the printer software provided with your printer. If no software was provided with your printer, see our printer drivers page for a listing of printer drivers. Drivers are required for your printer to properly work with the Operating System.
3. Click Start / Settings / Printers. Within the printers box ensure that your printer manufacturer and/or model is listed.
4. Print a test page by clicking the icon with the right mouse button, then click the properties option and click print test page. If the test page does not print download the latest drivers from your printer manufacturer. A listing of printer drivers can be found on our printer drivers page.
5. If the page prints successfully, get back into the printers window, right-click the printer and ensure that there is a check next to Set as default. Newer versions of Windows will also show a check next to the printer icon once it has been set as the default printer.
6. Once the printer is set as default, click Start / Run and type notepad and press enter. In notepad, type a test message and click File and Print. If the printer also prints successfully from this program but you are still unable to print from the other program, it is likely that that program has an issue and not your printer.

Windows 2000 and Windows XP users note - Older printers that worked in previous versions of Windows may no longer work in Windows 2000 and Windows XP. If your printer has worked in the past versions of Windows and never in Windows 2000 / Windows XP, verify that your printer is compatible with Windows 2000 / Windows XP by checking with your printer manufacturer. 

MS-DOS, Windows 3.x,  Windows 95 users:

1. Get to a MS-DOS prompt and perform the below steps.

To get to a MS-DOS prompt perform the below steps.

• Windows 3.x users click File and Exit windows from Program Manager.
• Windows 95/98 users click Start / Shutdown and restart the computer in MS-DOS mode.

Once at the DOS prompt, type the below.

cd\ <press enter>
dir > lpt1 <press enter>

After doing the above command, your printer should begin printing the directory listing. If your printer prints it, it is recommended that you reinstall your printer drivers. If your printer does not print and you have performed the hardware tests, it is likely that your printer and/or the cables are bad; please contact your printer manufacturer for additional support and/or repair.